Training and Process Excellence Manager

Take your career further with McLane!

McLane teammates, the driving force behind our success, are diverse professionals who work together seamlessly to keep our operations running smoothly. As a teammate, you will pair your dedication, expertise, and collaborative spirit with your fellow teammates to serve America's most beloved brands. McLane leaders think long-term, act with purpose, and inspire high performance. They lead with accountability, communicate clearly, and drive results through collaboration, innovation, and continuous growth. They empower each teammate to learn from industry leaders, develop their skills, and build lasting connections nationwide.

Lead the strategic development, governance, and ongoing enhancement of customer service Standard Operating Procedures (SOPs), quality control programs, and team enablement tools. Guide and influence the customer care teams' delivery of consistent, high-quality service by combining the process of excellence with intelligent automation. Leverage thoughtful leadership and cross-functional collaboration to drive operational efficiency and support a culture of continuous improvement across the customer experience function.

Benefits you can count on:

• Pay rate: $75,000 to $90,000 per year.
• This role is also eligible to participate in the annual incentive plan with a target incentive of 12.5% of your base annual salary.
• Day 1 Benefits: medical, dental, and vision insurance, FSA/HSA, and company-paid life insurance
• Paid time off begins day one.
• 401(k) Profit Sharing Plan after 90 days.
• Additional benefits: pet insurance, maternity/paternity leave, employee assistance programs, discount programs, tuition reimbursement program, and more!

What you'll do as a Training and Process Excellence Manager:

• Design, implement, and maintain comprehensive SOPs for customer service operations.
• Ensure SOPs are aligned with business goals, regulatory requirements, and industry best practices.
• Establish governance frameworks to ensure consistent adherence and timely updates.
• Develop and manage quality assurance programs to monitor service delivery and identify improvement opportunities.
• Analyze performance metrics and customer feedback to drive continuous improvement.
• Collaborate with training and operations teams to address gaps in service quality.
• Lead the creation and enhancement of enablement tools that support frontline teams in delivering exceptional service.
• Partner with IT and automation teams to implement intelligent solutions that streamline workflows and reduce manual effort.
• Facilitate training and onboarding programs to ensure teams are equipped with the knowledge and tools needed for success.
• Work closely with Customer Experience, Product, Technology, and Compliance teams to align service strategies and initiatives.
• Serve as a subject matter expert in customer service operations and process improvement.
• Perform other duties as assigned.

Qualifications you'll bring as a Training and Process Excellence Manager:

• Bachelor's degree in business administration, operations management, or a related field.
• Five or more years of experience in customer service operations, process improvement, or quality assurance.
• Proven track record of leading cross-functional initiatives and driving operational excellence.
• Strong understanding of SOP development, quality control methodologies, and automation tools.
• Excellent communication, leadership, and project management skills.
• Experience with Lean, Six Sigma, or other process improvement methodologies preferred.
• Familiarity with customer service platforms (e.g., Zendesk, Salesforce Service Cloud) preferred.
• Knowledge of AI-driven automation and analytics tools preferred.
• Ability to thrive in a fast-paced, dynamic environment preferred.
• This position requires the ability to read, write, and understand English at a level sufficient to perform job-related tasks effectively and safely. This includes understanding work instructions, safety protocols, and communications essential to the role. The requirement is directly related to the nature of the job and ensures compliance with workplace safety and operational standards.

Fit the following? We want you here!

• Teamwork oriented
• Organized
• Problem solver
• Detailed

Our roadmap. Our story.

We've been forging our path as a leader in the distribution industry since 1894. Building an expansive nationwide network of team members for 130+ years has allowed us to stay agile for our clients across the restaurant, retail, and e-commerce industries. We look to the future and are ready to continue making industry-defining moves by embracing the newest technology into our practices, continuing team member training, and emphasizing our people-centered culture.

Candidates may be subject to a background check and drug screen, in accordance with applicable laws.

All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

For our complete EEO and Pay Transparency statement, please visit https://www.mclaneco.com/legal/employment/